Responsibilities : Incident Management1. Log all the tickets as per incident management process2. Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors3. Provide Level 1 technical support and use remote control if necessary for incident resolution4. If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer 5. Liaison with vendor for L3 support6. Track the incident until closure and keep the User up to date with the incident status 7. Owns life cycle of the ticket8. Manage SLA of the tickets9. Monitors event logs10. Follows functional escalation in case the incident resolution times exceed the agreed service levels 11. Perform the role of an incident manager when instructed by Service desk Manager.12. Known error documentation (End-User Systems and telecom devices)

Service Request Management1. Receive service requests forms that have passed the business assessment and approval procedures2. Ensure the data migration of all existing transactions from customer helpdesk tool (with as is status of all tickets) to Service desk tool. 3. Link the service request record to the User ID and configurations. 4. Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures. 5. Functional escalation in case the service request completion times exceeds the agreed service levels.6. Send IT notifications to end users related to change requests/network outages/major incidents. 7. Confirm with the customer for ticket closure after the issue is fixed.8. Performs Daily health checks as defined.

Description :Acts as the first point of contact for the users who call Service Desk. While providing the highest level of customer service, the L1 service desk engineer answers incoming calls, tracks all information in a call management system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The L1 service desk engineer escalates unresolved Incidents/service requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide remote desktop support

Skills :1. Very strong Problem Solving skills--will be utilized often in this position.2. Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.?3. Proven crisis management skills, and the ability to excel under pressure.4. Demonstrated excellence in customer-interaction, written and verbal communication, assertive leadership. Strong interpersonal and team work skills.

B.E./B.S. degree in CS, CE, EE with 2-5 years of relevant experience 1. Work well in a busy team, being quick to learn and able to deal with a wide range of issues. CCIE certification is required

Responsibilities : This function will provide the Level 2 support for NGDC NOC specifically within the End customer deployed infrastructure. This team would usually operate on a 8x5 basis onsite and will be on-call for severity incidents and emergency changes. However, using the additional resources provided for Migration, this team can be scheduled to operate on a 12x5 basis on-site. It is recommended that this function continues operating 12x5 even after migrations in order to address the on-going changes as well

The Focal Engineer will help customers maximize network availability and functionality to achieve their business goals. The role has the following duties & responsibilities: -

1. Experience of raising TAC case.2. Experience of raising an RMA.3. Experience of using webex.4. Understanding of Layer2 protocols and ability to think solutions to difficult problems arising on a day to day in real world implementations.5. In depth protocol knowledge of different spanning-tree implementations6. Good verbal communication skills.7. Ability to analyse, use and configure small to medium networks.8. Proven crisis management skills.9. Strong Layer 3 and 2 knowledge, as this position will primarily focus on supporting Cisco's Routing & Switching platforms. ?10. Multicast knowledge and knowledge of troubleshooting multicast?11. Strong documentation skills--to be utilized for case management, knowledge capture.

Description :The ideal candidate must have an aptitude and appetite for learning new technologies, evidenced by the abThe Focal Engineer will help customers maximize network availability and functionality to achieve their business goals ability to expand upon core knowledge• Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.?• Receives minimal supervision, no instruction on routine work, and general instruction on new assignments and must be able to hit the ground running